The real estate agency ALFA Reality issues, in accordance with Act no. 250/2007 Coll. on consumer protection this complaint procedure.
The Complaints Procedure regulates the conditions, methods and place of handling complaints and also describes the mutual rights and obligations of the real estate agency ALFA Reality and its clients within the complaint procedure. Every client (hereinafter "consumer") has the right to file a complaint about the service provided.
The consumer can file his complaint directly at the real estate agency or in writing at the address: ALFA Reality Group, s.r.o., R. Jašíka 158/8, 958 01 Partizánske.
Complaint means the exercise of the consumer's right to verify the accuracy and quality, whether the scope of the service provided and the application of liability for defects in the services of the Real Estate Agency.
A consumer complaint related to non-compliance, resp. weak fulfillment of the obligations of a third party, or the consumer's initiative to improve the services of the Real Estate Agency or another request, the subject of which is not the services or activities of the Real Estate Agency.
The consumer has the right to file a complaint according to § 622 and § 623 of the Civil Code. The rights and obligations of the consumer related to the application and settlement of the complaint are regulated by § 18 et seq. Act no. 250/2007 Coll. on consumer protection.
When making a complaint, the consumer decides which of the rights under § 622 and § 623 of the Civil Code he exercises. Likewise, the consumer must attach to his complaint all documents and evidence that prove the truth of his claims.
Based on the consumer's decision, the real estate agency will determine the method of handling the complaint without delay, but no later than within 3 working days from the date of the complaint. In justified cases, especially if a complex professional assessment of the quality or scope of the service provided is required, it shall determine the method of equipment within 30 days from the date of the complaint. The period of 30 days is also the final period for handling the complaint. After this period, the consumer has the right to withdraw from the contract. Complaint handling means the termination of the complaint procedure by correcting the insufficiently or not at all provided service, or by paying a reasonable discount from the brokerage fee (commission).
If the complaint is unjustified, the Real Estate Agency will reject the complaint.
The costs of handling the complaint shall be borne by the Real Estate Agency. However, this does not affect the Real Estate Agency's right to reimbursement of demonstrably incurred costs related to the handling of an unjustified complaint.
The real estate agency will issue a confirmation to the consumer when making a complaint. If the complaint is submitted via e-mail, the Real Estate Agency will deliver a confirmation of receipt of the complaint to the consumer immediately. If it is not possible to deliver the confirmation of the complaint immediately, it shall deliver it without undue delay, but at the latest together with the proof of the complaint.
The real estate agency shall issue a written document on the handling of the complaint no later than 30 days from the date of the complaint.
Alternative dispute resolution
The consumer has the right to contact the Real Estate Agency with a request for redress if he is not satisfied with the way in which the Real Estate Agency handled his complaint or if he believes that the Real Estate Agency has violated his rights by e-mail to firstname.lastname@example.org.
If the consumer has received a negative reply to this request or has not received any reply within 30 days of its sending, he has the right to file a motion to initiate alternative dispute resolution of the subject of alternative dispute resolution pursuant to § 12 of Act no. 391/2015 Coll. on alternative dispute resolution for consumer disputes.
The relevant subject for alternative resolution of consumer disputes is the Slovak Trade Inspection, whose consumer can submit a proposal at the address: Slovak Trade Inspection, Central Inspectorate, Department for International Relations and Alternative Resolution of Consumer Disputes, Prievozská 32, p. p. 29, 827 99 Bratislava 27, https://www.soi.sk/sk/Alternativne-riesenie-spotrebitelskych-sporov.soi.